SCOTT HARRIS, SSGB

Seattle, WA 98101
919-858-6138 • sharrisec@hotmail.com

MULTILINGUAL BUSINESS DEVELOPMENT MANAGER

Ambitious, versatile and multilingual IT management professional with a demonstrated background in
directing technical resource and client satisfaction programs to maximize productivity and enhance client
retention. Proven expertise as Project Manager, overseeing field processes for various hardware and
software resources. Offer expertise in the Information Technology industry in cross-functional project
collaboration, customer satisfaction and process improvements. Fluent in English and Spanish. Advanced
skills in Portuguese.
AREAS OF EXPERTISE:
Lean Six Sigma Green Belt Certified Customer Satisfaction Improvements
Project Lifecycle Management SAP Deployment
Operational Analysis & Process Design Sales Pipeline Management
Customer Relationship Management Resource Procurement & Vendor Relations

PROFESSIONAL EXPERIENCE
LENOVO, Morrisville, NC 2009 – Present
Business Development Manager
Services Sales Management for the Latin American and Caribbean region
KEY DUTIES
Created offerings that brought in $800K in new revenue in six months
Increased services revenue by 48% in six months
Trained Sales force on Service Offerings
Sales Pipeline Management
Customer Relationship Management

LENOVO, Morrisville, NC 2005 – 2009

IBM, Boca Raton, FL 1998 – 2005
Regional Service Channel Program Manager
Provide high-level management support in delivering expert PC / Server Hardware and Software
Service solutions for 500+ Service Partners and 10 regional Representatives, across multicultural
environments.
Serve as key player in supporting IBM / Lenovo warranty and technical support functions, including
addressing and resolving client concerns and training sales staff regarding all Warranty / Service
policies. Serve as Project Manager, interfacing directly with third party vendors regarding service tools
used by field technicians. Maintain communication with clients performing Warranty claim analysis and
formulating analytical Cost vs. Benefit cases to support service initiatives. Assess project schedules,
assign work tasks, monitor benchmarks, and report project status to regional management. Oversee
training of 10 direct reports; serve as subject matter expert regarding all support tools and processes.
Serve as Lean Six Sigma training coordinator.
Key Achievements:
Led migration of legacy warranty claim system to SAP. Net savings of $425K per year.
Drove implementation of multi-tiered labor structure. Reduction in labor cost of $300K per year.
Continued...
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Implemented an order bundling process to the warranty claims processing tool, which reduced parts
handling charges by $170K per year.
Directed migration of telephone-based surveys to email-based tool. Annual savings of $150K
Drove communications, training and support document translation improvements through Call
Centers. Customer Satisfaction improvement of 10 percentage points in a 7-month period
Implemented part order screening process and enhanced entitlement. $50K reduction in parts usage
in a six-month period
Credited for improving Business Partner warranty service coverage by 25%, thus increasing
Customer Satisfaction rating by 5 percentage points in a 6-month period.
Led deployment of Customer Replaceable Parts process through IBM Call Centers. A $30K annual
reduction in labor was attained.
Implemented process to test warranty parts returned by Business Partners. $100K reduction in parts
usage in a six-month period
Instrumental in continuous management of warranty processes and procedures during the Lenovo
buy out of the IBM service contract.
Implemented warranty entitlement enhancements. $30K reduction in annual labor cost

TRINOVA COMPUTERS, Quito, Ecuador 1997 – 1998

Service Manager
Served as director of the Miami Office, assembling and testing client-specific personal computers.
Directly interfaced with clients to support system equipment, as well as modified, upgraded and
repaired software applications and computer hardware. Assessed end user needs, consulting with
client to evaluate hardware and software requirements. Supervised four field technicians and PC
assemblers, overseeing all technical component assembly. Wrote end-user manuals for all computer
models. Provided pre- and post-sales support to improve customer satisfaction. Oversaw training of
both sales staff and field technicians regarding system operations and customer care.
Key Achievements:
Drove project to improve assembly / testing processes that delivered a 10% savings in
production costs.
Established and introduced customer service processes.
Provided detailed research in procuring product boxes and packaging materials.

B&B ELECTRONICS, Ottawa, IL 1990 – 1997

Engineering Technician
Proactively developed high-end manufacturing testing procedures and equipment; troubleshot and
repaired manufactured products.
Held responsibility for devising multiple testing solutions and equipment for both functional and
operational product testing. Proficiently analyzed serial and parallel ports, PC Board and Schematic
design, and supported automated testing equipment. Performed Bill of Material research and price
quotes for standard and custom products. Documented test procedures and devised solutions to meet
product design schedules.
Key Achievements:
Proactively improved quality and effectiveness of testing procedures.
Integrated and tested new testing equipment; oversaw product customization and support.
Participated in the improvement of assembly and packaging processes.

EDUCATION & CREDENTIALS

Associate in Applied Science – Major in Electronics Technology
ILLINOIS VALLEY COMMUNITY COLLEGE, Oglesby, IL
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TECHNICAL PROFICIENCIES
Tools: MS Project, MS Visio, BRIO Query Explorer, IBM DB2 Personal Edition, SQL queries,
SAP, Microsoft Word, Excel, Outlook, PowerPoint, Lotus Smart Suite, Lotus Notes,
Schematic/PCB Design software, Audio/video editing software (Adobe Audition, Nero),
Adobe Photoshop
Platforms: Windows XP / Vista, xBase, Microsoft SQL Server
Hardware: IBM and compatible PCs and laptops, HP and Compaq servers, PC Diagnostics

INTERESTS

Travel
Languages
Audio/Video/Photo Restoration
Hiking
Computers